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Continental Airlines Customer Care System

ICS Product/Service Area:  MarketSmart Technology, Production Services  

The Challenge and Solution

For this major airline, we manage their process for responding to customers that had a recent travel problem (i.e. lost luggage, travel delays, etc.).  This secure and completely automated system involves live vouchers personalized through an advanced print-on-demand system. 

The Results

Thousands of print variations are managed through our customization libraries … with rigid procedures to ensure accuracy for daily runs and customization updates.

n     Service Level:  Same day service … whatever we receive in the morning is mailed that evening

n     Program Facts:  Average number of monthly vouchers printed and mailed:  5,000

n     Data Complexities:  Same day turn and extensive print-on-demand customization